Customer Success Manager

Vatica Health

20d•$95,000 - $115,000

About The Position

The Customer Success Manager (CSM) is accountable for an assigned portfolio of clients and their engagement processes and solution delivery through all phases of on-boarding and implementation. The CSM may also be accountable for project management support of existing accounts or implementation management of new accounts or expansions within current accounts. The CSM serves as a Trusted Advisor to clients by understanding the client’s goals, planning, and controlling delivery, mitigating risks and constraints, and expertly communicating internally and with clients to meet or exceed client requirements. The CSM develops successful client partnerships that result in high client satisfaction, retention, and growth. Through influential leadership in a matrixed environment, the CSM builds and leads diverse high-performing teams across Vatica Health, the client, and vendor partners. The CSM makes significant contributions to client engagement and solution delivery best practices.

Requirements

4+ years in a healthcare client facing role with progressive experience
4+ years leading complex projects
Healthcare experience required; required experience in Risk Adjustment, Quality of Care
Strong project performance analysis and strategic power point deck building skills
Outstanding customer service skills
Experience organizing, analyzing and presenting data
Strong ability to learn at a fast pace, apply knowledge and be consultative.
Strong computer (including Microsoft Office), grammar and multi-tasking skills
Strong attention to detail, time management, and decision-making skills
Ability to work with significant independence and minimal supervision
Ability to travel during the week

Responsibilities

Serve as a Trusted Advisor and directly lead or support client relationships, engagement, and implementation delivery
Identify and develop partnership opportunities with clients; document client requirements, success criteria, and supporting solutions in contract documents
Develop and execute detailed on-boarding/implementation plans and communication plans including client metrics of success and risk identification and mitigation, in partnership with clients, operational partners, and vendor partners
Build power point decks for client presentations (QBR’s, kick offs, status meetings)
Facilitate joint client-Vatica Health leadership committees to ensure senior leadership alignment, long-term planning and development, strategic and tactical account and implementation review, and effective escalation and issue resolution
Deliver successful client partnerships that result in high client satisfaction, retention, and growth
Forecast and track key account metrics (e.g. visit activity, provider adoption, sales stats)
Lead, through influence in a matrixed environment, teams comprised of members from Vatica Health functional groups, the client, and vendor partners
Deliver and ensure client training on Vatica Health tools, processes, and reports
Support operational and financial plans and maintain actuals and forecasts
Serve as the Voice of Client by seeking ad-hoc and formalized feedback to gauge client satisfaction and identify areas for engagement, tool, and solution improvement
Design and develop best practices in client engagement and implementation to deliver industry-leading client experience

Benefits

Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar
Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded
401k plans– we want to empower you to prepare for your future
Room for growth and advancement- we love our employees and want to develop within
Comprehensive Medical, Dental, and Vision insurance plans
Tax-free Dependent Care Account
Life insurance, short-term, and long-term disability
Excellent PTO policy (everyone deserves a vacation now and then)
Great work-life balance environment- We believe family comes first!
Strong supportive teams- There is always a helping hand when you need it